M365 and Power Platform Operational Manager

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Position Summary:

The M365 and Power Platform Operational Manager is responsible for the daily operational execution, service stability, support readiness, and governance adherence of enterprise collaboration. This role provides run-the-business leadership for OneDrive for Business, SharePoint Online, MS 365 Office products, and MS Power Platform capabilities. The position focuses on reliable service delivery, incident and change coordination, operational controls, service metrics, escalation management, documentation, staffing, and continuous improvement across a large enterprise environment.

Responsibilities:

• Manage day-to-day operations for OneDrive for Business, SharePoint Online, Microsoft 365 Office applications, and Microsoft Power Platform services across the enterprise.
• Lead operational administrators, engineers, analysts, support resources, and vendor partners responsible for service monitoring, incident response, change execution, request fulfillment, and platform support
• Own operational readiness for service changes, feature releases, migrations, remediation work, platform updates, and governance changes, ensuring appropriate communications, support plans, and rollback considerations are in place
• Oversee service health monitoring, ticket queues, incident trends, change calendars, backlog prioritization, operational risk tracking, and escalation management across Microsoft 365 services
• Ensure operational controls are consistently executed, including site lifecycle processes, storage management, access reviews, sharing controls, permission standards, and support procedures
• Partner with security, compliance, records management, legal, risk, audit, and technology teams to operationalize data protection, retention, sensitivity labeling and information governance
• Maintain standard operating procedures, runbooks, support models, knowledge articles, service metrics, governance checklists, and operational reporting for supported platform
• Drive problem management, root-cause analysis, recurring incident reduction, corrective action tracking, and continuous service improvement activities
• Prepare operational dashboards, leadership updates, service reviews, and risk summaries covering service performance, SLA trends, incident volumes, adoption, compliance posture, platform usage, and operational maturity

Managerial Expectations:

• Set daily and weekly operational priorities, manage workload distribution, and ensure appropriate coverage for incidents, changes, requests, escalations, and planned work
• Coach team members on operational discipline, service ownership, ticket hygiene, documentation quality, risk awareness, and customer-focused support behaviors
• Translate business and technology needs into clear operating procedures, support models, control checkpoints, governance routines, and measurable service outcomes
• Build strong working relationships with service desk, infrastructure, identity, endpoint, security, compliance, application, data, analytics, automation, and business technology teams
• Make practical decisions that balance service stability, user productivity, support capacity, risk reduction, security, compliance, and responsible platform adoption
• Promote a culture of accountability, urgency, follow-through, operational transparency, continuous improvement, and governed innovation
• Daily operations for Microsoft 365 collaboration and Power Platform services are stable, measurable, well-documented, and consistently executed
• Incidents, service requests, changes, and escalations are managed within expected service levels with clear ownership, timely communication, and effective follow-through
• Operational controls for SharePoint Online, OneDrive, and Power Platform are consistently applied across site lifecycle, sharing, access, storage, environment management, connector usage, app lifecycle, automation, and compliance processes
• Recurring issues are identified, documented, and reduced through effective problem management, root-cause analysis, corrective action tracking, and continuous improvement
• Leadership and business partners receive clear, timely, and actionable operational updates on service performance, SLA trends, incident volumes, risks, adoption, roadmap impacts, platform usage, and governance maturity

Required Qualifications:

• 2+ years of experience managing operational teams, vendors, service queues, technical workstreams, or production support functions
• Experience managing incidents, service requests, changes, escalations, operational risks, service metrics, recurring issues, and stakeholder communications in a structured IT service management environment
• Understanding of identity and access concepts, including Microsoft Entra ID, groups, roles, conditional access concepts, least-privilege administration, and delegated administration models
• Strong analytical, written communication, verbal communication, documentation, stakeholder management, prioritization, and problem-solving skills
• Ability to perform effectively in a fast-paced, high-pressure operational environment

Desired Qualifications:

• Bachelor’s degree in information technology, Computer Science, Business Administration, or a related field, or equivalent practical experience
• Microsoft certifications such as Microsoft 365 Administrator Expert, Power Platform Administrator Associate, Teams Administrator Associate, Security Administrator Associate, or related Microsoft cloud certifications
• 5+ years of experience in Microsoft 365 administration, collaboration platforms, enterprise productivity services, Power Platform administration, automation services, or related technology operations
• Working knowledge of SharePoint Online administration, OneDrive for Business administration, Microsoft 365 admin center, permissions models, external sharing, storage management, service health monitoring, and support operations
• Experience with ITIL practices, production support models, service reviews, incident management, change management, problem management, and continuous service improvement
• Experience with PowerShell, Microsoft Graph, Power Platform admin center, Power Platform Center of Excellence Starter Kit, automation, reporting, or operational analytics for Microsoft 365 and Power Platform services
• Experience with application lifecycle management, solution deployment, environment segmentation, connector governance, maker communities, or low-code platform operating models
• Experience working in a regulated, large enterprise, or highly matrixed technology environment

Skills:

• Collaboration
• Influence
• Production Support
• Risk Management
• Solution Design
• Analytical Thinking
• Architecture
• Innovative Thinking
• Result Orientation
• Stakeholder Management
• Adaptability
• Automation
• DevOps Practices
• Project Management
• Solution Delivery Process

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - NJ - Pennington - 1300 American Blvd - Hopewell Bldg 3 (NJ2130)Pay and benefits informationPay range$105,100.00 - $167,300.00 annualized salary, offers to be determined based on experience, education and skill set.Discretionary incentive eligibleThis role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.BenefitsThis role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.